Service Designer
A service designer looks at the whole journey of a service. They make sure all parts, online and offline, work together so users can complete their tasks easily.
What they do
- map end-to-end service journeys to improve user experience
- identify pain points and service gaps
- create service blueprints to guide improvements
- work with multidisciplinary teams to refine service processes
- improve workflows for a seamless service experience
Key outputs
- Service blueprints - show all service touchpoints
- User journey maps - highlight user experience
- Process diagrams - maps service workflows
Project tasks
- Discovery - map current user journeys and identify pain points
- Alpha - develop service blueprints and prototype new workflows
- Beta - implement new processes and test usability
- Live - monitor performance and refine service design
Hiring considerations
Before hiring, consider whether the skills already exist in your organisation. Training or reallocating staff might be a more effective way to fill gaps.
- When to hire - if services involve multiple teams or complex user journeys that need mapping and improvement
- When to upskill - if a team member has experience with user journey mapping, process improvement, and working across disciplines
- Essential skills - journey mapping, process analysis, user-centred design, systems thinking
- Common tools - Miro, Microsoft Visio, Lucidchart (for mapping service journeys and blueprints), Confluence (for documenting service improvements)